I apologize for any confusion there may be with contacts bouncing as suspended in your account. Email addresses get marked as Suspended after bouncing repeatedly as Non-existent. Because of this Constant Contact won't attempt to send any emails and will automatically mark them to help avoid any negative impacts on deliverability. We always suggest double-checking these contacts to first make sure they are listed correct. If they are in fact listed incorrectly you can update the contact or remove them from your lists. If you know the address is correct, our Support Team can troubleshoot up to 5 contacts. If you are working with a list or Suspended contacts larger than 5, please reach out to our Deliverability Specialists. These support agents can help look further into these contacts or any other contacts that may bounce in your account.
That's a great question! I do however apologize, at this team is only available by phone. I would also like to mention email is not a line of support we currently offer. I have submitted your feedback on this in your account in the meantime.
Ugh. You are an email service platform that I cannot email. This is unacceptable. I called and it took 15 minutes to resolve the issue. It should have been a 30 second email. Please allow your paying customers to email you for help!
I'm so sorry for the wait time you experienced! I can completely understand how helpful it would be to contact our Support by email. I am also happy to hear you were able to be assisted by phone in the meantime.
Your reply is not accurate. I have seen many emails suspended on the first bounce and the bounce is not always Non-Existent; and you have a separate bounce category for Non-Existent. I understand the necessity for CC to have the suspended policy for certain situations, but you should really make a better path to unsuspending emails. Typically it takes 2-3 days for an email to be removed from the suspended list after contacting CC. Then there is the issue of an email that has been suspended, the owner of the email then fills out our sign-up form (which is set to double opt-in) and they just never receive a confirmation email because your system won't send to a suspended email. Your customer service told me that I would need to contact CC to have the email unsuspended, the problem with that is we don't always know when someone is trying to subscribe (from our website form) and to them it would simply appear that our system is broken and they can't receive our emails. Is CC working on a better solution? One where CC or we can be notified that a suspended email just tried to subscribe, so that we don't miss subscribers because of your arbitrary suspension policy? Or maybe a pop up window when they are trying to subscribe that informs them that their email was previously suspended due to bounces and an option to contact you to be removed? Or CC's system simply allows the confirmation email to be sent and if the recipient clicks on the confirmation link they are no longer suspended? There are so many options to handling this issue, please pick one that allows the person trying to receive the emails to actually be returned to active status and receive the emails instead of leaving them in limbo, thinking that our sing-up form is not working. Please work on a solution for this, thanks.
You're correct that the mention of them bouncing as 'non-existent' is not the only way that people can be put onto that list. Any bounces of non-existent or undeliverable can adversely affect your sending reputation, so those bounces are the primary reason that we suspend accounts. They can also on occasion be suspended by request from the email address holder, or their domain, though this is relatively uncommon. Requested suspensions are also the only kind we can not remove easily for you when you contact us directly, though the process usually takes a matter of a few minutes on the phone, not several days.
We do not suspend after a single bounce, however since the suspension is a global setting, it does sometimes appear that that they were only sent once, because the other bounces were happening in other accounts.
I hope that helps understand that part of the process a little more. I do see how the suspension process could be especially problematic with the confirmed opt-in turned on, and I'm passing your ideas on to our design team, hopefully we can find a way that works well for you and other's like you, without adversely affecting your send histories and landing your other emails into spam-boxes.
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